Lived experience delivers lasting impact for Bally’s during RGEM
More than 450 Bally’s employees gained a deeper understanding of gambling-related risk during a dedicated education session delivered by EPIC Global Solutions as part of Responsible Gaming Education Month (RGEM) 2026.
EPIC senior consultant Patrick Chester and consultant Liz Thielen led the Gambling Harm Awareness sessions in September, sharing their lived experience alongside practical education designed to help Bally’s employees better understand the potential personal, social and financial impacts associated with gambling.
The programme formed part of Bally’s commitment to responsible gaming education, with a particular focus on helping employees recognise potential indicators of gambling-related risk, understand how problematic gambling can develop, and appreciate the role that proactive engagement can play in protecting customers and the business.
Bally’s employees participated through direct attendance and watch parties, with the session followed by a live Q&A that gave employees the opportunity to explore the EPIC presenters’ experiences and the issues raised in greater depth.
For Bally’s, the objective was to turn awareness into understanding that employees could apply within their roles – and post-session evaluation provides encouraging evidence that this was achieved.
Among the employees who completed an anonymous evaluation survey, 100% agreed or strongly agreed that they had improved their understanding of the potential personal, social and financial effects of gambling-related harm. The same proportion reported greater understanding of how harm can occur across a spectrum and how responsible gaming supports healthy play.
Importantly, the training also improved employees’ understanding of how to identify key indicators within customer behaviour, communication, and patterns of play, with 100% reporting an improvement in this area. Additionally, 94% reported an improved understanding of how proactive engagement can protect both customers and the company. These are important skills for employees who have the opportunity to contribute to player protection.
The learning also translated into confidence. Every survey respondent agreed or strongly agreed that they felt confident recognising signs of gambling-related harm, while 76% said they intended to apply what they had learned to their regular job responsibilities.
Participant comments highlighted the importance of lived experience in making that learning memorable. Patrick’s “authenticity and story,” the opportunity to hear “raw, real experiences,” and insights into the impact of gambling on immediate family members were among the elements singled out as particularly valuable.
David Sousa, Bally’s Corporate North America RG Executive, said:
“As we recognise Responsible Gaming Education Month 2026, Bally’s is excited to continue our strong collaboration with EPIC Global Solutions.
“We are aligned in our commitment to protecting players through education, research, and evidence-based interventions.
“By leveraging data-driven insights and responsible gaming tools, we aim to identify potential risk factors early and provide meaningful support before gambling-related harm escalates. Ultimately, our shared mission is to create a safer gaming environment and help players stay in control of their play.”
Casey McCormick, Gaming Policy Coordinator at EPIC Global Solutions, added:
“The results underline the value of going beyond traditional compliance-focused education. By combining practical learning with lived experience during RGEM, Bally’s provided employees with an opportunity not simply to understand responsible gaming principles, but to consider how those principles can translate into everyday actions that support safer gambling.”
